Cancellations and refunds

Managing cancellations correctly is important for customer satisfaction and your reputation.

Cancel a booking

From the bookings panel

1. Go to Bookings and find the booking
2. Click to open the details
3. Press the "Cancel booking" button
4. Confirm the action

What happens when cancelling

• The status changes to Cancelled
• The sun loungers become available again
• The customer receives a notification email
• The booking remains in the history (not deleted)

Refunds by payment method

Not all refunds are the same: they depend on how the customer paid. The system can only automatically reverse what was charged online.

Important: For pay-at-the-venue or PMS folio charges, the system cannot return the money on its own (it marks the operation as "manual refund required"). You must handle the refund yourself: in cash, on the card terminal, or in the PMS, depending on how it was charged.

Process an online refund

If the customer paid online (card), you can process the refund from the booking:

Full refund

1. Open the cancelled booking
2. Click on "Process refund"
3. Select "Full refund"
4. Confirm the operation

The full amount will be returned to the original payment method.

Partial refund

1. Open the cancelled booking
2. Click on "Process refund"
3. Select "Partial refund"
4. Enter the amount to return (free amount — you decide how much)
5. Add an explanatory note (optional)
6. Confirm the operation

There are no predefined percentage-based refund tiers. The partial refund is a free amount: you enter the exact amount you want to return.

Processing time

Note: The time depends on the customer's bank, not your system.

Cancellation policy (per zone)

The cancellation policy is configured on each zone, not in a global widget setting.

Configure your policy

1. Go to Zones and edit the zone
2. In the Cancellations section, set:
   • Refund on cancellation (yes / no): if disabled, cancelling does not refund anything automatically
   • Cancellation window (hours): how many hours before the booking a cancellation with refund is allowed

Since each zone has its own configuration, you can have different policies per zone (for example, more flexible in some than in others).

Checking refunds

The status of each refund is recorded in its booking details. Open the cancelled booking to see whether the refund was automatic, manual, or still pending handling.

For online card refunds via Stripe, you can also verify the status in your Stripe Dashboard; Redsys refunds are checked in your bank's panel.

Special cases

Cancellation due to bad weather

If you cancel due to weather conditions:

1. Cancel affected bookings
2. Offer full refund or date change
3. Notify customers by email

Cancellation by customer

If the customer requests cancellation:

1. Verify their identity (email/booking code)
2. Apply your cancellation policy
3. Process the corresponding refund (online or manual depending on how they paid)

Payment disputes

If a customer disputes a charge paid by card:

1. You'll receive a notification from the gateway (Stripe/Redsys)
2. Provide evidence (booking confirmation, policy)
3. The gateway will resolve the dispute

Tips

• Document everything: Add notes to cancelled bookings
• Be consistent: Apply the same policy to everyone
• Communicate clearly: Your policy should be visible in the widget
• Respond quickly: Fast cancellations improve the experience